• Sr IT Support Specialist (m/f/x)

    Job Locations DE-Berlin
    Requisition ID
    Information Technology
  • What's the role?

    As a Sr IT Support Specialist, you will provide tier 2/3 IT application support for HERE employees. You are responsible for resolving support requests as well as meeting customer satisfaction and continous service deliver demands.  IT Support staff work in a dynamic, fast paced environment which provides services over the phone, through e-mail, in person (for walk-in customers) and self-service.

    • Accurately records, updates and documents requests using the IT service management system.
    • Creates and publishes support documentation to assist all employees in the quick resolution of their incidents and service requests.
    • Resolves incidents and upgrades different types of desktop software and hardware.
    • Takes ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams and/or vendors where necessary.
    • Maintains a first-class level of customer service ensuring that all employees are treated efficiently and in an appropriate manner.
    • Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical employees and peers at all levels in the organization.

    Who are you?

    • 5+ years of experience working in an enterprise IT organization in a support role and 3+ years Microsoft Cloud / Office365 experience
    • Undergraduate degree in Computer Science, Computer Engineering, Management Information Systems or equivalent
    • Expert level knowledge of Microsoft Office365 desktop applications including Outlook
    • Expert level knowledge in support Microsoft or Apple desktop operating systems
    • Strong knowledge of enterprise management tools like SCCM or Jamf and enterprise services - email, DNS, network storage/file shares
    • Experience with support of Cisco collaboration and telephony products - Webex Teams and Webex.

    What do we offer?

    • An opportunity to work with extraordinary peoples around the world
    • Challenging problems to solve
    • Work that makes a difference in the world
    • Freedom to decide how to perform your work
    • Variety in the types of projects
    • Feedback so you will know how well you are doing
    • Collaborative, Supportive Colleagues

    Make HERE your destination, we are just getting started.  Apply Now!




    Who are we?

    Ever checked in somewhere on social media?  Ever tracked your online orders? You might be using HERE technology every single day without even realizing it.  You can find us everywhere: autonomous vehicles, smartphones, drones, or third-party apps.  We believe that with the righ people, we will continue to be a game-change in the technology industry and improve the daily lives of people around the world.  Find out more by going HERE.


    We are looking for a Sr IT Support Specialist (m/f/x) for our Platform Operations and IT division, focused on solutioning, engineering and operations of application services and IT offerings for HERE Technologies.  Our department, Infrastructure Services and IT,  provides and enables internal customers with services, solutions and support focused on delivertig IT services to enable HERE employees across all business units.


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